Technician got Lost En route

Business Letter

Dear …

RE: __(Type of Service)__ Service Dissatisfaction

Please allow me to extended my apologies to you for the situation that occurred on __(date)__. I have been made aware that our service technician was unable to locate your __(house/office)__ and while en route, ended up in the wrong district. From what I understand, you then ended up actually driving out to that district to lead the way to your __(house/office)__.

On behalf of __(Name of Company)__, I apologize for both the delay in having your __(type of appliance)__ serviced, and for the inconvenience of having to drive out to meet our technician whose directions had obviously become quite disoriented. Though this is an isolated case, it is nonetheless, rather a bit of an embarrassment for us. Let me assure you that this is not indicative of the type of service we offer and I hope that you will present us with an opportunity in the future to put us to that test.

I also wish to take a moment to thank you for your patience and understanding amidst the unfortunate circumstances of that day. Your disposition throughout it all was admiral and greatly appreciated. We value you as a customer, __(Name)__, and genuinely hope that, despite this regrettable experience, you will continue to utilize the services of our company.